WO2012016437A1

WO2012016437A1 - Virtual operator position system and method

Info

Publication number: WO2012016437A1
Application number: PCT/CN2011/071010
Authority: WO
Inventors: 邓章徕; 钱春晓
Original assignee: 中兴通讯股份有限公司
Priority date: 2010-08-06
Filing date: 2011-02-16
Publication date: 2012-02-09
Also published as: CN101931713A

Abstract

A virtual operator position system and method are disclosed in the present invention, wherein, said virtual operator position system includes: a Web control module, which is arranged at a server side, for providing an operation interface of virtual operator position, receiving the virtual operator position operation for said interface, sending said operation to a service control module, acquiring the processing result information of said operation from a memory module, and updating said interface by using said processing result information; said service control module, which is arranged at said server side, for implementing corresponding processing for said operation and storing said processing result information in said memory module; and said memory module, which is arranged at said server side, for providing said processing result information to said Web control module. The present invention enables said virtual operator position system to be simple, easily used, flexible, and easily extended, and enhances the customer satisfaction and the market competition.

Description

TECHNICAL FIELD The present invention relates to the field of communications, and in particular to a virtual agent system and method based on Web technology. BACKGROUND A virtual call center is an outsourced call center, and a virtual call center provides a system resource rental service. A business enterprise customer establishes his own call center within the company by renting the system resources of the virtual call center and using his own site and personnel. . The customer representative can become a manual seat when the virtual agent system terminal software is installed. This is the virtual agent. At present, the virtual call center usually consists of the following components (see Figure 1): Calling Terminal, NGN (Next Generation Network) Network, ACD (Automatic Call Distributor), CTI (Computer Telecommunications), Virtual The agent and its bound soft terminal phone. The virtual agent's business interface is generally implemented in C/S mode, or in combination with C/S and B/S modes. However, in the virtual agent implemented in the C/S mode, the user needs to install the agent terminal software or the plug-in, etc., and the function is usually complicated, and the ease of use and flexibility are lacking. With the popularity of virtual call centers, especially the participation of small businesses without full-time agents, the existing virtual seats by installing agent terminal software or plug-ins are not easy to use, and the flexibility of the location. SUMMARY OF THE INVENTION A primary object of the present invention is to provide a virtual agent system and method for solving at least the above related art, because the virtual agent system caused by installing a seat terminal software or a plug-in, such as a virtual agent, lacks ease of use and location. The issue of flexibility. According to an aspect of the present invention, a virtual agent system is provided, including: a web control module, configured on a server, configured to provide a virtual agent operation interface, and receive a virtual agent operation on the virtual agent operation interface, and the virtual agent operation is performed. Sending to the service control module; and obtaining the processing result information of the virtual agent operation from the storage module, and updating the virtual agent operation interface by using the processing result information; the service control module is disposed on the server side, and is configured to perform corresponding operations on the virtual agent operation Processing, and storing the processing result information to the storage module; the storage module is disposed on the server side, and is configured to provide processing result information to the web control module. Preferably, the web control module includes: a display module, configured to provide a virtual agent operation interface; a service control module, configured to receive a real-time message sent by the client through the socket interface, and send the real-time message to the service control module, the real-time message The information includes a virtual agent operation on the virtual agent operation interface. The refresh control module is configured to obtain processing result information of the virtual agent operation from the storage module, and update the virtual agent interface according to the processing result information. Preferably, the refresh control module is configured to acquire processing result information of the virtual agent operation from the storage module using the set time interval, and refresh the virtual agent operation interface according to the processing result information. Preferably, the web control module further includes: a configuration module, configured to set configuration information of the virtual agent system, and store the configuration information to the storage module, where the configuration information includes at least one of the following: virtual agent service group information, agent member information, agent Register terminal information, third party participant information. Preferably, the service control module includes: a receiving module, configured to receive a virtual agent operation sent by the web control module, and a processing module, configured to process the virtual agent operation, where the processing includes one of the following: call connection, call suspension, The call is hung up; the sending module is configured to send the processed processing result information to the storage module storage. Preferably, the service control module further includes: a pre-processing module, configured to perform access processing on the call entering the virtual agent system, allocate an agent to the accessed call, and store the processing result information of the access processing and the allocated agent information. To the storage module. According to another aspect of the present invention, a virtual agent method is provided, including: a virtual agent server side acquires a virtual agent operation on a virtual agent operation interface, and a virtual agent operation interface is provided by a virtual agent server side; a virtual agent server side The virtual agent operation is processed correspondingly to obtain processing result information; the virtual agent server end updates the virtual agent operation interface by using the processing result information. Preferably, the step of obtaining a virtual agent operation on the virtual agent operation interface by the virtual agent server comprises: obtaining, by the virtual agent server, a real-time message by using a socket interface, where the real-time message includes a virtual agent operation on the virtual agent operation interface information. Preferably, the step of the virtual agent server performing corresponding processing on the virtual agent operation comprises: performing, by the virtual agent server, a call connection, or a call suspension, or a call suspension process for the virtual agent operation. Preferably, the step of updating the virtual agent operation interface by using the processing result information by the virtual agent server comprises: the virtual agent server updating the virtual agent operation interface by using the processing result information according to the set time interval. Through the invention, the web control module, the service control module and the storage module are set on the server side, so that the user does not need to install any client software when using the virtual agent, and does not need to be fixed in a specific physical location, and only needs basic internet access conditions and The terminal phone can log in to the virtual agent system through the webpage provided by the web control module, and the service control module processes the call of the virtual agent system in the server side background, and the storage module provides the processing result information to the web control module to update the virtual agent. The operation interface of the system solves the problem that the virtual agent system lacks ease of use and location flexibility caused by installing the agent terminal software or the plug-in to implement the virtual agent, thereby achieving the simplicity and ease of use of the virtual agent system. , flexible, easy to expand, improve user satisfaction and market competitiveness. BRIEF DESCRIPTION OF THE DRAWINGS The accompanying drawings, which are set to illustrate,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, 1 is a schematic structural diagram of a virtual seating system according to the related art; FIG. 2 is a structural block diagram of a virtual seating system according to an embodiment of the present invention; FIG. 3 is a block diagram of a virtual seating system according to an embodiment of the present invention; FIG. 4 is a schematic structural diagram of a web control module according to an embodiment of the present invention; FIG. 5 is a flow chart of a virtual agent method according to an embodiment of the present invention; Figure 6 is a flow chart of a virtual agent system inquiring and transferring a third party service according to an embodiment of the present invention; FIG. 流程图 is a flow chart of a virtual agent system hangs up and hangs in an incoming call according to an embodiment of the present invention. BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, the present invention will be described in detail with reference to the accompanying drawings. It should be noted that the embodiments in the present application and the features in the embodiments may be combined with each other without conflict. Referring to FIG. 2, a block diagram of a virtual agent system according to an embodiment of the present invention is shown, including:

The web control module 202 is configured to be configured to provide a virtual agent operation interface, and receive a virtual agent operation on the interface, and send the virtual agent operation to the service control module 204; and acquire the virtual agent operation from the storage module 206. Processing the result information, using the processing result information to update the virtual agent operation interface; the service control module 204 is disposed on the server side, configured to perform corresponding processing on the virtual agent operation, and store the processing result information to the storage module 206; the storage module 206 And being disposed on the server side for providing processing result information to the web control module 202. The web control module 202, the service control module 204, and the storage module 206 may be disposed in the same server on the server side, or may be disposed in different servers on the server side. For example, the virtual agent system client uses the webpage to log in to the virtual agent system, and obtains the virtual agent operation interface provided by the web control module 202. When a call enters the virtual agent system, the corresponding operation is performed on the interface, such as call forwarding, Web. The control module 202 can send the operation to the service control module 204 in the form of a message, and the service control module 204 processes the operation, such as transferring the calling party to the call destination number, and processing the result (such as successful call forwarding). The information is stored in the storage module 206, and the web control module 202 obtains the processing result information from the storage module 206 (which can be obtained by timing at regular intervals, and can also be triggered by an event, etc., and can be appropriately set by a person skilled in the art according to actual conditions. The present invention does not limit this;), and updates the virtual agent operation interface according to the processing result, such as clearing the related content of the call, or setting the call transfer button to be unavailable, etc., and those skilled in the art can appropriately set the update according to the actual situation. Virtual seat operation interface form, the present invention This is not restricted. Related technologies When installing a virtual agent system, it is necessary to install a seat terminal software or a plug-in, etc., which causes inconvenience to the user and needs to be used in a fixed location. With the embodiment, the virtual seat is not required to be installed by the user, and the virtual agent system can be realized only by having basic Internet access conditions and a terminal phone. Referring to FIG. 3, a schematic diagram of a virtual agent system based on a Web technology according to an embodiment of the present invention is shown, including: a Web control module 302, a service control module 304, and a storage module 306. The web control module 302, the service control module 304, and the storage module 306 are all disposed on the server side, and the three can be set on the same server or on different servers. The web control module 302 is connected to the storage module 306 and the service control module 304, and is provided to the agent to directly use and display the visible control module, which is used to provide a virtual agent operation interface, and receives a virtual agent operation on the interface. Sending the operation to the service control module 304; and acquiring the processing result information of the virtual agent operation from the storage module 306, and updating the virtual agent operation interface using the processing result information. The web control module 302 further includes a display module 3022, a service control module 3024, and a refresh control module 3026. It may further include a configuration module 3028 and the like, as shown in FIG. The display module 3022 displays the real-time human-computer interaction working interface to the agent in the form of a webpage, that is, the virtual agent operation interface, including displaying various operation controls, incoming queue information, third-party participant information, and the like. The service control module 3024 is a core module of the agent system, which implements the service control process of the agent system, including the control displayed on the operation controls in the display module 3022, and provides various specific service functions, that is, the real-time transmission to the service control module 304. In the manner of the message, the trigger service control module 304 performs corresponding processing on the virtual agent operation performed by the virtual agent operation interface to implement a service function, such as accessing an incoming call, transferring an incoming call, consulting a third party, hanging up, and hanging up. Incoming calls and other functions. After processing the virtual agent operation, the service control module 304 stores the processing result information into the storage module 306. The refresh control module 3026 is configured to obtain the processing result information stored by the service control module 304 from the storage module 306, control the refresh of the display module 3022 according to the processing result information, and update the virtual agent operation interface to obtain more real-time information. For example, the refresh control module 3026 obtains the processing result information from the storage module 306 every set time interval to update the virtual agent operation interface, and ensures the real-time performance of the operation interface. The message sent by the Web control module 302 to the service control module 304 is implemented based on a socket (Socket) interface. The defined message needs to include: the incoming number, the agent registration number, the third party number, the operation type, etc., wherein the operation type values are as follows: 1_service incoming call, 2_transfer third party, 3_consult third party, 4_Return after consultation, 5_ hang up, 6_ cancel hang, 7 hang up caller, etc.

The web control module 302 may further include a configuration module 3028, configured to configure various types of information of the agent system, including at least one of the following: virtual agent monthly service group information, agent member information, agent registration terminal information, third party participant information, and the like. The configured information is written to the storage module 306. Configuration module 3028 It is not a required component of the Web Control Module 302, and the functions it implements can be placed in other modules of the virtual agent system. Thus, the virtual agent system implements the web control module in pure B/S mode, and does not need to install any client software or plug-ins when the user uses it. The service control module 304 is connected to the web control module 302 and the storage module 306, and is mainly responsible for implementing the connection, suspend, and hang up functions of the call according to the message sent by the web control module 302 during the service process, and writing the processing information to the storage. The queue information of the module 306, and the pre-processing of the incoming call, includes access processing for the call entering the virtual agent system, assigning a seat to the accessed call, and storing the processing result information of the access processing and the allocated agent information. To the storage module 306 and the like. Specifically, the service control module 304 may include: a receiving module, configured to receive a virtual agent operation sent by the web control module 302, and a processing module, configured to process the operation, including one of the following: call connection, call suspension, The call is hanged; the sending module is configured to send the processed processing result information to the storage module 306 for storage. The service control module 304 may further include: a pre-processing module, configured to perform access processing on the call that enters the virtual agent system, allocate an agent to the accessed call, and store the processing result information of the access processing and the allocated agent information to Storage module 306. From the perspective of the web control module 302, the business control module 304 can be used as a set of functions. The storage module 306 is connected to the web control module 302 and the service control module 304, and is mainly responsible for saving the incoming queue information, the virtual agent monthly service group information, the agent member information, the third party participant information, and the like. Among them, the incoming queue information records the dynamic data of an incoming call from entering the system to being terminated by the service, which is the core data of the agent system. The incoming queue information includes processing result information processed by the service control module 304 for the virtual agent operation, and is provided to the web control module 302 to update the virtual agent operation interface.

The message sent by the web control module 302 to the service control module 304 does not need to return the result to the web server, but writes the processing result to the storage module 306. The web control module 302 can use the timing refresh technology, that is, every set time interval. The processing result is obtained from the storage module 306 in a more real time and applied to the control of the service flow, thus completing the interaction between the Web control module 302 and the service control module 304. Preferably, based on the basic storage module 306, a second-level cache module may be extended, and the real-time dynamic data such as the future queue information and the current state of the virtual agent are separated and stored. In the in-memory database, the second-level cache technology is used to improve the access efficiency of the web control module 302 and the service control module 304. Preferably, most of the fixed function items in the configuration module 3028 that are not required to be configured by the agent are extracted to form a management module, such as a service group and agent member information, and third party participant information. In this way, it is possible to refine the configuration management information and enrich the monthly transaction content of the agent system. Taking a company as an example, the internal employees of the group, external customers, etc. can be managed as a third-party participant, even The data may be extracted from other business data of the enterprise and included in the third party participant. Preferably, the service function may be added in the service control module 3024, such as initiating a call, sending a short message, sending an email, etc. Initiating the call is not a monthly transaction. However, the agent actively initiates a call to another person, and can also send a real-time message to the service control module 304, triggering the service control module 304 to perform corresponding processing. For the sending mail function, the service control module 3024 can send a message to the mail server. In this way, multiple functions can be extended as needed. Taking an incoming call as an example, after entering the virtual agent system, the service control module 304 first writes the incoming message to the storage module. 306 in the incoming queue information, then through the route The policy, the queuing policy, etc. pre-process the incoming call, and the processing result is written into the queue, including the incoming call number, the corresponding service group, the assigned one or more agents, the incoming call status is waiting for service, priority, etc. Then, the display module 3022 in the web control module 302 obtains the incoming queue information that the agent can serve from the storage module 306 for display, and refreshes in real time under the control of the refresh control module 3026, and the agent is virtual. The operation control module 3024 performs corresponding processing according to the operation, and sends a message to the service control module 304 to implement a specific service function. After receiving the message, the service control module 304 processes the message according to the operation type of the message. For example, if the operation type is 1 J, the incoming number and the agent registration number are connected, and the processing result is written into the queue. The display module 3022 in the Web control module 302 refreshes and obtains the latest information display. The personnel perform multiple operations as needed during the service process until the end of the monthly process When the entire call process ends, the service control module 304 deletes the incoming call from the queue information, and the entire process ends. Referring to FIG. 5, a flow chart of steps of a virtual agent method according to an embodiment of the present invention is shown. Including the following steps: Step S502: The virtual agent server obtains a virtual agent operation on the virtual agent operation interface. The virtual agent operation interface is provided by the virtual agent server. The client only needs to log in to the corresponding web page to obtain the virtual agent operation interface. Step S504: The virtual agent server performs corresponding processing on the virtual agent operation to obtain processing result information; the virtual agent operation such as call access, call connection, call suspension, call suspension, call transfer, etc., virtual agent The server performs corresponding processing on these operations, such as processing the call transfer, connecting the caller to the call destination number, and obtaining processing result information, such as the calling party number, the transfer destination number, and the transfer success information. Wait. Step S506: The virtual agent server side updates the virtual agent operation interface by using the processing result information. The virtual agent server updates the virtual agent operation interface with the processing result information to provide the current state of the virtual agent system to the client in real time. Referring to FIG. 6, a flow chart of a virtual agent system for invoicing a third party monthly transaction according to an embodiment of the present invention is shown. The virtual agent system of this embodiment includes the web control module, the service control module, and the storage module of the embodiment shown in FIG. 2 or FIG. 3, and the embodiment includes the following steps: Step 4: S602: When a call enters the virtual agent system , processed by the business control module response. Step S604: The service control module obtains the pre-configured agent information and the queuing policy of the system from the storage module, and the queuing policy preprocesses the call, assigns the incoming call to one or some agents, and writes the processing result information into the storage. The module's incoming queue is used by the Web Control Module. Step S606: After the agent logs in to the web control module and configures the registration terminal required by the service, the web control module uses the time refresh technology to obtain the latest incoming queue information from the storage module in real time, such as every other time. The set time interval is obtained from the storage module for display. There may be more than one incoming message. Each incoming message can be displayed in the virtual agent operation interface provided by the Web Control Module during the entire process from the incoming incoming queue to the monthly service until the end of the month. According to the state of the agent and the different states of the incoming call, the Web Control Module provides corresponding different operational controls, such as call transfer controls, call suspension controls, and the like. Step S608: The agent selects an incoming message waiting for the monthly service in the incoming queue displayed by the web control module, that is, clicks the corresponding operation control. Step S610: The web control module responds to the operation of the agent, and obtains operation information such as the registered terminal, the selected incoming call, and the operation type in a message manner, and sends the operation information to the service control module for processing. In this step, the web control module can obtain the operation information of the agent in the form of a real-time message through the socket interface, respond to the operation of the agent, and operate the information such as the registered terminal, the selected call, and the operation. Types and the like are sent to the service control module for processing by message. Step S612: After receiving the message sent by the web control module, the service control module connects the caller terminal and the agent registration terminal, and writes the processing result into the incoming queue of the storage module. Step S614: The web control module uses the timing refresh technology to obtain the latest incoming queue information from the storage module in real time for display. If the state of the agent and the incoming call state change between the two refreshes, Then the operation controls on the Web Control Module will change accordingly. Step S616: The web control module displays pre-configured third-party information and the like in addition to displaying the incoming queue information. When the agent is talking to the caller, you can select or enter a third-party person to consult, that is, click the corresponding operation control. Step S618: The web control module responds to the operation of the agent, and sends the registration terminal, the consulted third party, the operation type, and the like to the service control module for processing. Step S620-S622: After receiving the message sent by the web control module, the service control module suspends the caller in the call, connects the agent registration terminal and the third party terminal, and writes the processing result into the incoming queue of the storage module. . Step S624: When the agent is talking with the third party, the corresponding operation control may be clicked to return to the caller. Step S626: The web control module responds to the operation of the agent, and sends the registration terminal, the consulted third party, the operation type, and the like to the service control module for processing. Steps S628-S630: After receiving the service message sent by the web, the service control module suspends or hangs up the third party in the call, connects the agent registration terminal and the caller terminal, and writes the processing result to the storage module. In the queue. Step 4: S632: When the agent talks with the caller, you can select or input a third party to transfer, that is, click the corresponding operation control. Step S634: The web control module responds to the operation of the agent, and sends the registration terminal, the consulted third party, the operation type, and the like to the service control module for processing. Step S636: After receiving the message sent by the web control module, the service control module hangs up the agent registration terminal, connects the caller terminal and the third party terminal, and writes the processing result into the incoming queue of the storage module, the month of the agent. The process ends normally. Step S638: When the caller or the agent hangs up, the call ends, and the service control module responds, and the future call information is deleted from the incoming queue of the storage module. Referring to FIG. 7, a flow chart of a virtual agent system suspending an incoming call service in an incoming call according to an embodiment of the present invention is shown. The virtual agent system of this embodiment includes the web control module, the service control module, and the storage module of the embodiment shown in FIG. 2 or FIG. 3, and the embodiment includes the following steps: Step 4: S702: When a call enters the virtual agent system , processed by the business control module response. Step S704: The service control module obtains the pre-configured agent information and the queuing policy of the system from the storage module, and the queuing policy preprocesses the call, assigns the incoming call to one or some agents, and writes the processing result information into the storage. The module's incoming queue is used by the Web Control Module. Step S706: After the agent logs in to the web control module and configures the registration terminal required by the service, the web control module uses the timing refresh technology to obtain the latest incoming queue information from the storage module in real time, such as every other time. The set time interval is obtained from the storage module for display. There may be more than one incoming message. Each incoming message can be displayed in the virtual agent operation interface provided by the Web Control Module during the entire process from the incoming incoming queue to the monthly service until the end of the month. According to the state of the agent and the different states of the incoming call, the Web Control Module provides corresponding different operational controls, such as call transfer controls, call suspension controls, and the like. Step S708: The agent selects an incoming message waiting for the monthly service in the incoming queue displayed by the web control module, that is, clicks the corresponding operation control. Step S710: The web control module responds to the operation of the agent, and obtains operation information such as the registered terminal, the selected incoming call, and the operation type by using a message, and sends the operation information to the service control module for processing. Step S712: After receiving the message sent by the web control module, the service control module connects the caller terminal and the agent registration terminal, and writes the processing result into the incoming queue of the storage module. Step S714: The web control module uses the timing refresh technology to obtain the latest incoming queue information from the storage module in real time for display. During the two refreshes, if the state of the agent and the incoming call state change, Then the operation controls on the Web Control Module will change accordingly. Step S716: When the agent is talking with the caller, when the temporary interruption is required, the caller may be suspended, that is, the corresponding operation control is clicked. Step S718: The web control module sends the registration terminal, the caller terminal, the operation type, and the like to the service control module for processing in response to the operation of the agent. Step S720: After receiving the message sent by the web control module, the service control module suspends the caller terminal in the call, and writes the processing result into the incoming queue of the storage module. Step S722: When the caller is suspended, the agent can cancel the suspension, that is, click the corresponding operation control. Step S724: The web control module responds to the operation of the agent, and sends the registration terminal, the caller terminal, the operation type, and the like to the service control module for processing. Step S726: After receiving the message sent by the web control module, the service control module continues the agent registration terminal and the caller terminal, and writes the processing result into the incoming queue of the storage module. Step 4: S728: When the agent is talking to the caller, you can hang up the caller to end the month, that is, click the corresponding operation control. Step S730: The web control module sends the registration terminal, the caller terminal, the operation type, and the like to the service control module for processing in response to the operation of the agent. Step S732: After receiving the message sent by the web control module, the service control module hangs up the agent registration terminal and the caller terminal, the agent service process ends normally, the call ends, and the incoming message is deleted from the incoming queue of the storage module. . It should be noted that the virtual agent workflow example shown in FIG. 6 and FIG. 7 is intended to illustrate the interaction and workflow of each module in the lightweight virtual agent system based on the Web technology, and is not limited. In addition to the workflow shown in Figures 6 and 7, there are a variety of workflows, and in addition to being more passive In addition to the agent service, the agent can operate the web control module, and actively initiate the function of calling back the caller, sending the message actively, sending the mail actively, and the workflow is no longer - an example. Obviously, those skilled in the art should understand that the above modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device, such that they may be stored in the storage device by the computing device and, in some cases, may be different from the order herein. The steps shown or described are performed, or they are separately fabricated into individual integrated circuit modules, or a plurality of modules or steps are fabricated as a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software. The above is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the scope of the present invention are intended to be included within the scope of the present invention.

Claims

Claim

1. A virtual agent system, comprising:

a web control module, configured to be configured to provide a virtual agent operation interface, and receive a virtual agent operation on the interface, and send the operation to the service control module; and obtain a processing result of the operation from the storage module Information, updating the interface by using the processing result information;

The service control module is disposed on the server, configured to perform corresponding processing on the operation, and store the processing result information to the storage module;

The storage module is disposed on the server, and is configured to provide the processing result information to the web control module.

2. The system according to claim 1, wherein the web control module comprises:

a display module, configured to provide the virtual agent operation interface;

a service control module, configured to receive, by using a socket interface, a real-time message sent by the client, and send the real-time message to the service control module, where the real-time message includes a virtual agent operation on the virtual agent operation interface Information

And a refresh control module, configured to acquire processing result information of the operation from the storage module, and update the interface according to the processing result information.

The system according to claim 2, wherein the refresh control module is configured to acquire processing result information of the operation from the storage module using a set time interval, and refresh the location according to the processing result information. Description interface.

4. The system according to claim 2, wherein the web control module further comprises:

a configuration module, configured to set configuration information of the virtual agent system, and store the configuration information to the storage module, where the configuration information includes at least one of the following: virtual agent service group information, agent member information, and agent registration Terminal information, third party participant information. The system according to claim 1 or 2, wherein the service control module comprises: a receiving module, configured to receive the operation sent by the web control module; and a processing module, configured to process the operation, where The processing includes one of the following: call connection, call suspension, call hang up;

And a sending module, configured to send, to the storage module, the processing result information of the processing. The system of claim 5, wherein the service control module further comprises:

a pre-processing module, configured to perform access processing on a call that enters the virtual agent system, allocate an agent to the accessed call, and store the processing result information of the access processing and the allocated agent information to The storage module. A virtual seating method, comprising:

The virtual agent server obtains a virtual agent operation on the virtual agent operation interface, where the virtual agent operation interface is provided by the virtual agent server;

The virtual agent server performs corresponding processing on the operation to obtain the processing result information;

The virtual agent server side updates the interface using the processing result information. According to the method of claim 7, the step of the virtual agent server acquiring the virtual agent operation on the virtual agent operation interface includes:

The virtual agent server obtains a real-time message through a socket interface, where the real-time message includes information about a virtual agent operation of the virtual agent operation interface. The method according to claim 7, wherein the step of the virtual agent server performing corresponding processing on the operation comprises:

The virtual agent server performs a call connection, or a call suspension, or a call suspension process for the operation. The method according to claim 7, wherein the step of the virtual agent server to update the interface by using the processing result information comprises:

The virtual agent server updates the interface using the processing result information according to the set time interval.